ITIL/ITSM/ISO 20000 Archive

Communication is key to the success of any service management initiative. To reach your return on investment goals, you need to influence your team and your customers’ attitudes and behaviours. Investing your time and energy into planning is well worth …

The culture of an organization defines how it works. The team’s attitudes and behaviors are critical components of the culture, and they define how the work is completed. With any ITSM-related initiative, how work is completed will change. To be …

The relationship between a business and the traditional IT service provider has sometimes been fraught with conflict born from a lack of mutual understanding and, as a consequence, poor delivery of IT services. This leads to blame and mistrust from …

I’ve noticed that the service management sectors in Europe and the US differ subtly in their use of terminology: while the term ‘adoption’ is predominantly used in Europe when referring to ITIL® projects, ‘implementation’ is widely used through America. It …

Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management is the first book to provide guidance on creating an integrated IT service management (ITSM) system based on the three leading service management …